Help centre
Warranty and repairs.
What is covered if an instrument develops a fault, and how our workshop handles the ones that are not.
Your legal rights
New goods must be of satisfactory quality, fit for purpose and as described. If an instrument fails those tests, you are entitled to a remedy by law, and you have up to six years in England and Wales to bring a claim depending on the circumstances.
The manufacturer warranties described below sit on top of those rights; they do not replace them.
Manufacturer warranty
New instruments, amplifiers and most electronics carry the manufacturer's warranty, typically one to two years depending on the product, covering defects in materials and workmanship. Warranty periods run from the date of purchase and are not reset by a repair.
Keep your order confirmation — it is the proof of purchase the warranty claim needs.
What is covered
Faults that appear in normal use: failed pickups or switches, faulty electronics, a truss rod that will not adjust, structural cracks that are not the result of impact, and manufacturing defects in hardware or finish.
Where a fault is covered we repair it, and if it cannot be repaired we replace the instrument. Which of the two applies is decided by the manufacturer's authorised service centre.
What is not covered
Normal wear — strings, frets, pots, jack sockets, tubes, valves and batteries — along with accidental damage, water damage, modifications by a third party, and faults that follow from a setup or repair we did not carry out.
Instruments that have been gigged heavily, or stored in a damp or unheated space, often arrive with damage that is environmental rather than a manufacturing fault. We will tell you honestly which one we think it is.
Arranging a repair
Contact us with your order number, a description of the fault and a couple of photographs if the problem is visible. We will confirm whether it looks like a warranty claim and arrange collection, or book it into our workshop.
Please do not take an instrument apart or send it to a third party before speaking to us — work done elsewhere can void a manufacturer warranty.
Servicing and setups
Beyond warranty work, our workshop carries out setups, fretwork, electronic repairs, pickup swaps and structural repairs on most instruments, including ones we did not sell.
Work is quoted before it starts. If a repair turns out to be more involved than the quote assumed, we stop and ask you before going further.
Loan instruments
If a warranty repair leaves you without your instrument for more than a few days, ask us about a loan. We keep a small number of guitars, basses and amps for exactly this, subject to availability.
Loan instruments remain our property and must come back in the condition they went out in.